Cisco Cisco IPCC Web Option 사용자 가이드
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 7 Outbound Option (Blended Agent) Reports
Outbound Option Historical Reports
Data:
Campaign Name
The name of the campaign.
Derived from: Campaign.CampaignName
Query Rule
The name of the query rule.
Derived from: Query_Rule.QueryRuleName
Attempts
The total number of outbound calls attempted.
Derived from: Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Right Party Connect
The number of call attempts as indicated by agents using their desktop, when the
actual customer was contacted and handled.
actual customer was contacted and handled.
Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Dialer Aband
The number of contacts/attempts in the half hour interval abandoned by the dialer
because of non availability of the agents and "Abandon to IVR" was not configured.
because of non availability of the agents and "Abandon to IVR" was not configured.
Derived from: Campaign_Query_Rule_Half_Hour. AbandonDetectToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Note
This column is calculated as a percentage of all attempts because all the remaining
numbers are represented in percentage only. These columns always add to 100%.
numbers are represented in percentage only. These columns always add to 100%.
Customer Answered: Aband to IVR
The number of contacts/attempts in the half hour interval that were abandoned by the
dialer. However, instead of hanging-up on the customer the customer was transferred
to an IVR which plays a message.
dialer. However, instead of hanging-up on the customer the customer was transferred
to an IVR which plays a message.
The percentage of attempts that were sent to IVR (or another dialed number) for
treatment after the dialer reached a contact and no agent was available to take the
call.
treatment after the dialer reached a contact and no agent was available to take the
call.
Derived from: Campaign_Query_Rule_Half_Hour. AbandonToIVRToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Schema database table
Campaign
Campaign_Query_Rule_Half_Hour
Summaries
Query Rule Summary, Campaign Summary, Report Summary